Returns Policy

Unsuitable Returns

Am I Eligible For A Return?

To be eligible for a return, your item(s) must be returned to us in their original packaging and must be in the same condition they were received in. It’s important that the original packaging is still clean, so please do not write our returns address on the product packaging; this could affect your entitlement to a refund.

Once back with us, we will issue a refund for the items we receive back to us.

How Do I Raise A Return?

If you're looking to request a return, please contact us via Live Chat or by emailing sales@ukwaterfeatures.com to request a returns authorisation number (RAN). The RAN links your parcel to your order so the returns department know how to process the returned item(s) once they arrive back with us. If you send item(s) back without a RAN, it will delay the return being processed as there will be no way of linking the parcel to your order. 

How Long Do I Have to Raise a Return?

You can change your mind up to 14 days after the item has been delivered. If your order came in multiple packages, the 14 days starts from the date that the last item was delivered.

Where Do I Send My Return? 

Once you return has been approved, you will need to send your item(s) back to the address provided by our customer care team. 

Is My Outgoing Postage Refunded?

Any outgoing postage paid at the time of purchase will be refunded to you up to the value of 4.99 which is our standard postage charge. Any extra that you paid for a dedicated day or express delivery charges will not be refunded. All refunds will be issued via the original payment method.

How Should I Send My Items Back?

When sending items back, you can select a postage method or courier service of your choice. However, if you don’t have a preference, we do recommend the below:

You may find it necessary to take out appropriate insurance to cover the value of your purchase.

What If I Change My Mind and Want To Keep My Order?

If you change your mind after requesting a return and decide to keep the item(s), there is no need to contact us; your returns number will automatically expire.

Please note that the goods remain your responsibility until they arrive back to us. If goods are returned to us damaged or not fit for resale, we reserve the right to reduce the amount refunded, reject the return or send the parcel back to you.

How Long Until I Get My Money Back?

Whilst we aim to process returns within 14 days, we ask that you allow up to 28 days from your return being delivered to us. All refunds will be issued via the original payment method. To request a return, please email our friendly team at sales@ukwaterfeatures.com

Damages, Faults or Incorrect Items

What Do I Do If My Item Arrives Damaged Or Faulty?

Once you receive your order, please inspect your item(s) and contact us within 30 days if you are concerned that a fault or damage may be present. It’s standard practice for us to request a photo or video to demonstrate the damage as it helps us assess the issue and hopefully prevent it from happening again in the future. At this stage, please do not send your item(s) back; our customer care team will advise how to proceed.

Please note that we may require any damaged or faulty items to be returned back to us before we can issue a refund or replacement. We will cover any costs involved in arranging the return of a faulty or damaged item.

If damages or faults are reported after 30 days, we would look to repair or replace the item. If we were unable to arrange repair or replacement, at this stage, we would then look to issue a refund for any damages/faults that have occurred.

What If I’m Missing Items or I Have Received An Incorrect Item?

If you think you are missing items or have received an incorrect item, please get in touch with us within 30 days from receipt of your order. We may request a photo or video to help us look into this for you. Please do not send incorrect items back; our customer care team will advise how to proceed.

Before we can issue a replacement or refund, we may require the incorrect item to be returned back to us; any costs incurred in returning incorrect items back to us would be at our own expense.

Are There Any Items That Can’t Be Returned?

Yes. Certain items cannot be returned, such as perishable products which have a shelf-life or consumables. This would include items such as fountain cleaners or water treatments such as algae stoppers. We also refuse to accept returns for hazardous materials, gases and flammable liquids such as stainless steel cleaners. 

If you have any questions or concerns about a specific item, please don’t hesitate to contact our dedicated customer care team via Live Chat or email us at sales@ukwaterfeatures.com

What If I’m Looking to Exchange an Item?

The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. You can use the Chat function or email us at sales@ukwaterfeatures.com to request a return. 

How Do I Receive My Refund?

Once your return has been processed, we will let you know whether your refund was approved or not. If approved, you’ll automatically be refunded via your original payment method. Once issued, the refund can take up to five working days to process.

We aim to issue all refunds within 14 working days from receipt of the returned item(s), but we do ask that you allow up to 28 working days.

If you have any questions, queries or concerns about a return or refund, please contact our customer care team by emailing sales@ukwaterfeatures.com.

 

As a business we fully comply with the new Consumer Rights Act (October 2015).